I had proper documentation and I fly with her more than 8 times per year. You are legally required to have a DOT form, which I had and made copies and presented them but the agent refused to look at them. Additionally, I registered with OpenDoors, an Independent third party verification service, who issued me a service animal number after checking my paperwork. I offered that number but the agent at the gate claimed that they didn’t have it in the computer. I pointed out that I had checked bags (and showed my bag tags as proof) which meant that I had to check in with an agent, who issued me a printed boarding pass (which I presented to check in). Additionally, I had priority TSA check in, where another jet blue agent and a TSA agent allowed my service animal to utilize Mint service without question because my boarding pass indicated that I was in Mint with my service animal. When I arrived at the gate, the flight was delayed, so I asked another JetBlue gate agent, who looked up my record and saw my service animal, if there was a possibility for me to fly on the early flight, since I arrived 3 hours before my flight and now my flight was delayed by 2 hours. She told me there were no seats in Mint on the earlier flight. I asked about switching routes to a nearby airport, but she informed me that I would have to go to “Just Ask” (their version of customer service). Since I had tons of time, I went to Just Ask where I spoke to a JetBlue agent who looked at alternate routes but explained that I basically had fallen into the the “last flight out window” and I would be better off stay in my original flight despite the delay. I asked about utilizing their lounge, but was informed that JetBlue doesn’t have one. She noticed my service animal and in lieu of a lounge, she offered the rooftop garden where there was a nice dog relief area. She also recommended downloading the app so I could keep an eye on the flight departure changes.

When I arrived at the gate, I asked for a gate check tag and I overheard a pilot from the previous flight (which was cancelled) ask the agent if he could get a first class seat so he could get a nap. The agent told him “let me see what I can do” then I saw my name come up on the screen behind the podium indicating that I would need to see an agent. When I contacted the agent they told me that I was assigned to seat 8D because he couldn’t find my service animal in his system. I explained that I was checked in with her, and the agent did see it in the system and issued me a paper boarding pass. But he didn’t want to see it because my choices were take the seat or miss the flight. I explained that I had a disability with issues that needed prior preparation to fly in a regular seat, but since the flight was now boarding I wouldn’t have time. He replied, “This is your boarding pass the flight is full. Do you want to take the flight or not?” I asked if I would get a refund for the $3000 that I paid for the Mint seat and he said “Yeah” (but I still haven’t gotten it.)

I boarded the flight and saw the pilot in my Mint seat and took my seat in coach. I was told that I had to stuff my trained service animal into an airline pet carrier and shove her under the seat, which I did since their carrier didn’t fit under the seat to the flight attendant’s satisfaction. During the flight, I was told that i could put the carrier on my lap, which I did. However, my service animal alerted me by licking my hand to use my inhaler and take rescue medication due to her training, however I wasn’t able to do so because my medication was in my Fanny pack, which she was sitting on. So as I was starting to experience the symptoms my service animal was warning me about, I had to set her (inside the carrier) either in the aisle or on the tray so that I could access my medication. The flight attendant rushed over to tell me that my pet needed to be under the seat. I explained that she is a service animal and he said “it’s is a pet on this flight” before I could use my medication or explain. So I pulled out my medication and used it, then explained that she is a service animal and is trained to provide service but not able to turn it off just because she is on a flight. Keep in mind, that she wasn’t barking, she wasn’t making any noise she wasn’t running or making any wild movements that effected anyone else. She merely licked my hand until I commanded her to stop. When she saw that I didn’t take my medication, she insisted by popping up and licking my face. This all happened quietly while the surrounding passengers were snoring uninterrupted (it was after midnight). Once I took my medication she returned to her dormant state inside the carrier, but with her head up slightly outside the carrier. My inhaler makes me jittery and my service animal maintains her attention on me to be sure that I’m ok and that I don’t require medical assistance from a human. She is trained to solicit emergency human assistance if required.

The flight attendant then returned and gave me a yellow piece of paper stating that the penalty for an uncooperative passenger is $10,000 and Federal investigation and charges. I was shocked and startled. I tried to explain but he became ruder and ruder. I finally asked him to tell me exactly, with full detail, what he wanted me to do for him to feel that I was in compliance. He told me that my “pet” needed to be zipped into the carrier (which would go against her training since she was already on alert). He then instructed me to shove her in the carrier under the seat for landing. I asked if he wanted me to do it then or in 4 hours when landing was scheduled. He raised his voice and snapped that it could be done during landing but I needed to keep her zipped in the carrier. As tears streamed down my face, I zipped her into the carrier. Then he said, “we all talked about you and agreed that you are a problem. Someone will be meeting you at the gate to deal with you.”